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DW1913's avatar
DW1913
Joining in
5 months ago

Miss sold package

Hi has anyone had a resolution to being miss sold a package?

I moved home this month and decided to stay with Virgin after receiving what I believed to be a great offer as a loyal long term customer, to keep my package exactly as it stood. This included Sky Sports UHD and TNT. I had 2 conversations, one offered to remain on this for £69.99 per month and then when I called back to agree the offer / contract they offered this for £55 per month. I stupidly thought this great deal was a result of me being with them for 10 years. I asked multiple times that it included sports and was told it did.

The line was fitted and at this point sky sports was on. Upon moving in, the sports channels promised were not part of the package. I had about 5 different conversations with different teams who told me I had been miss sold and they couldn’t charge me less than £94 a month. I am so frustrated and not surprised to learn this had happened to others via the community section here.

A rep then messaged me direct to ask for security questions, this was Tuesday (4 days ago) and would you believe it, I have still not passed security as he doesn’t reply promptly.  Today I agreed a set time and he didn’t respond.

I am so fed up of the service at this point I'm at my wits end.

Can anyone advise if you have been miss sold a package and was it ever resolved?

I have records of call times and have requested the calls to take to the ombudsman.

Thanks

3 Replies

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  • Carley_S's avatar
    Carley_S
    Icon for Forum Team rankForum Team
    5 months ago

    Hi DW1913 

    Welcome to the community forums. 

    So sorry to hear of your concerns with your package price. I can see that you're already in a private message regarding this with one of my colleagues. Our apologies if an arranged time was missed to go through account security with you, but we can assure you that they'll be able to look over this once account security has been passed and take ownership to help resolve this for you. Responses over the community forums are not instant and there are times when it might be a few days before a reply as this depends on agent availability, business hours and business need. 

     

    We ask that you do not create multiple posts on the same issue so that we can keep all support within one space to save any confusion, multiple responses and repeated processes and requests that might interrupt and affect the account causing delays towards the resolution. 

     

    Should you've any further questions or concerns regarding this, please reach back out to my colleague you're speaking with over private message and they'll assist when available to do so. Alternatively, if you do want a more urgent/quicker response, you can call our customer support team on 150 from a Virgin Media landline or 0345 454 1111 from any other service. 

  • 45RPM's avatar
    45RPM
    On our wavelength
    5 months ago

    Some time back, I renewed my package (for 18month).  I was told the TV channels would remain identical but with a different name.  I agreed, the update went ahead; however I lost TNT sports.

    I tried to argue with someone in Outer Mongolia call center; I was fobbed off with every excuse imaginable, put on hold forever and promised callbacks that never materialised.

    Whatever happened to Richard Branson's ethics????????????

    On a positive note, I called VM recently and had a good experience. 

     

    • Akua_A's avatar
      Akua_A
      Icon for Forum Team rankForum Team
      5 months ago

      Hi 45RPM 

      Welcome back to our community forums and thank you for your first post. Sorry to hear you are having confusion regarding your package. We want to best help from here. To best explain this, Maxit is now a legacy package and is now replaced with  Mega TV, Additionally. TNT Sports is no longer included in any package but it is solely an add-on as seen here You would have to pay an additional price to get the add-on. To look into this, we have sent a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. 

      Thanks,